Group Leader – Customer Service
Location: OTC, Antipolo
Shift: Shifting Schedule
Work Setup: Onsite
Employment Type: Probationary
Salary: ₱40,000 – ₱50,000 (Negotiable)
Start Date: ASAP
Job Highlights
- Lead and manage multiple customer service teams
- Step in as Operations Manager when needed
- Oversee performance metrics, reporting, and client communication
Job Overview
We are looking for a Customer Service Group Leader to oversee daily operations across our customer support teams. This role requires experience in leadership, performance management, and client servicing within the BPO industry.
You will be responsible for ensuring client expectations are met, managing team performance, and supporting various service channels. This is an ideal opportunity for candidates looking to take the next step toward an operations leadership role.
Key Responsibilities
- Supervise daily operations for voice, non-voice, and technical support teams
- Ensure service level agreements (SLAs) and KPIs are consistently achieved
- Monitor performance data and implement improvement strategies
- Manage escalations and provide timely resolutions and updates
- Prepare reports and coordinate staffing plans with stakeholders
- Act as Operations Manager in their absence
Qualifications
- 5 to 7 years of experience in the BPO/contact center industry
- Minimum of 2 years in a supervisory or team lead role
- Strong background in client communication and relationship management
- Experience handling voice, chat, email, and back-office support
- Proven track record in meeting operational goals
- Excellent leadership, organizational, and time management skills
Preferred Qualifications
- Experience working with international clients or in e-commerce customer support
Interested applicants are encouraged to apply immediately. Join our dynamic team and grow your career in customer service leadership.
Job Types: Full-time, Permanent
Pay: Php40,000.00 - Php50,000.00 per month
Benefits:
- Additional leave
- Company Christmas gift
- Health insurance
- Life insurance
- Opportunities for promotion
- Paid training
- Pay raise
- Promotion to permanent employee
- Staff meals provided
Schedule:
- 8 hour shift
- Night shift
- Overtime
- Rotational shift
- Shift system
Supplemental Pay:
- 13th month salary
- Overtime pay
Work Location: In person
